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The latest News and Information on IT Service Management, Service Desk and related technologies.

InvGate

Shadow AI: How to Find And Control The AI Tools Your Company Didn't Approve

Oct 6, 2026 By Ignacio Graglia In InvGate
Shadow AI on company computers often starts with an AI agent that an employee installed on their own, signed in with a personal subscription and connected to internal systems through a Model Context Protocol (MCP) server. Shadow AI is one branch of shadow IT, with a shorter path from install to impact: these tools set up quickly, act on files and systems, and work under whatever account the employee chose. This guide skips the long definitions and goes to the practical part.
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motadata

ISO 27001 Compliance: What Auditors Require and When You Need the Certificate

Oct 5, 2026 By Ramya Shah In Motadata
ISO 27001 compliance means running your information security the way ISO/IEC 27001 sets out. Most teams meet the standard when a customer sends over a security questionnaire. It lands as one more line on a cybersecurity compliance checklist. That framing hides the decision underneath it. You can follow the standard without ever being certified against it. The two routes cost very different amounts. In this blog, you will: You will finish able to decide whether you need the certificate, and what it takes.
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motadata

10 Best AI Help Desk Software for 2026

Oct 5, 2026 By Ramya Shah In Motadata
Are your support teams spending too much time handling tickets and answering repetitive questions? As support requests increase, teams spend more time reading conversations, assigning tickets, finding relevant information, and preparing replies. These tasks can take attention away from complex issues that require human support. AI help desk software can help reduce this workload. It can answer common questions, summarize tickets, suggest replies, route requests, and assist with support tasks.
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AI Control Tower Live: Governance that moves at machine speed

Oct 2, 2026 By ServiceNow In ServiceNow
One question, ninety minutes: Do you know what AI agents you have running, what they're accessing, and what's their ROI? ServiceNow product leaders open with an overview of why legacy controls can't keep pace with AI agents. Then we'll showcase customer stories from Zespri and Booking.com, end-to-end demos of AI Control Tower, and a look inside ServiceNow's own AI estate.
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AlmaIQ: The Smart Concierge That Revolutionizes IT Support and Productivity

Oct 2, 2026 By Almaden - Proactive Insights for a Reactive World In Almaden AI
Discover how AlmaIQ, Almaden's conversational artificial intelligence integrated with Collective IQ (ITAM and DEX), is transforming the way teams and employees interact with your organization's technology. AlmaIQ connects users to corporate data, insights, and knowledge through simple natural language conversations, allowing you to diagnose device performance issues, check software status, and get instant answers without hassle.
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motadata

SOX ITGC Controls Checklist for IT Service Management and Year-Round Audit Readiness

Oct 1, 2026 By Poonam Lalani In Motadata
How much of your SOX audit season goes into rebuilding proof of work that was already done? Access was approved, the change went through review, the backup ran, yet the evidence lives in email threads, chat messages and a spreadsheet someone updated last quarter. When an auditor asks for a complete list of production changes, IT staff have to pull records from several places against a deadline.
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motadata

What Happens When an SLA is Breached and How to Recover Customer Trust

Oct 1, 2026 By Poonam Lalani In Motadata
What does your organization owe a customer when a priority ticket misses its resolution target by forty minutes? For most service providers and internal service desks, the answer stays unclear until the customer asks for a credit or a manager asks why the monthly SLA report shows a miss. By then, the facts that decide the outcome, such as when the clock started, whether it paused and who was told, are scattered across tickets, emails and chat threads.
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nexthink

How Agilent Uses Workspace to Turn DEX Data into Confident IT Decisions

Oct 1, 2026 By Chanté Frazer Content Marketing Manager In Nexthink
⁠Operating across 110 countries, Agilent Technologies supports scientists working in life science research, patient diagnostics and testing that helps ensure the safety of water, food and pharmaceuticals. Keeping the technology behind that work running effectively helps employees stay focused on the science and services that contribute to Agilent’s mission to advance quality of life.
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Endpoint Management with AIDriven Automation

Oct 1, 2026 By Ivanti In Ivanti
In just two minutes, learn how our AI-powered platform unifies control across Windows, Mac, Linux, Mobile, and even VR/XR headsets. Discover how to eliminate tedious tasks with automated patching, zero-touch onboarding, and self-healing capabilities—allowing your team to focus on strategy instead of firefighting. What you’ll see in this video: How to achieve full visibility across your entire environment. The benefits of risk-based patching and continuous compliance. Proactive user experience optimization powered by AI. How to reduce risk and scale IT efficiency on a single platform.
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